Assistant Branch Manager

Citadel Federal Credit Union; South Coatesville (PA); On-site; USD 55,000 - 75,000; Full time

Job summary

Citadel Federal Credit Union in South Coatesville, PA, seeks an Assistant Branch Manager to lead a dynamic sales and service team, mentor staff, and ensure branch operations align with Citadel’s policies.

You will drive customer loyalty through coaching, develop team capabilities, manage daily branch activities, and contribute to market growth by delivering superior service and a positive banking experience.

Qualifications

• 3+ years of banking experience.
• 1+ year of Sales coaching experience.
• Associates degree or equivalent; Bachelor's degree preferred.

Responsibilities

• Lead staff development and coaching using established models.
• Create content for weekly huddles and monthly sales initiatives.
• Launch and manage major strategic initiatives for the branch.
• Conduct sales activities to drive business into the branch.
• Manage daily branch operations and ensure policy compliance.
• Drive customer experience and cross-sell services.
• Participate in recruitment and performance management when needed.

Skills

Leadership

Sales coaching

Customer service

Communication

Problem solving

Interpersonal skills

Education

Associates Degree or equivalent

Bachelor's Degree preferred

Job description

Citadel’s Assistant Branch Manager is responsible for delivering a positive banking experience for our customers. The Assistant Market Manager maintains a strong mentoring relationship with staff to formulate a successful sales and service team. This role also provides oversight of branch operations and adherence to Citadel’s established policies and procedures.

The Assistant Market Manager will motivate and lead a team to create an exceptional customer experience that cultivates long-lasting relationships. This candidate will be required to actively identify, coach, develop, and support employees so that they can provide superior service to every customer.

Through quality customer interactions that exceed expectations and are rooted in the guiding principles of Citadel Class Service, incumbent will establish a solid foundation of trust with each and every customer thereby position Citadel as the best choice for all their banking needs.

Key Duties and Responsibilities

• Staff Development: Responsible for the execution of sales coaching using the GAME (Great, Assess, Match, Enrich) Model
• Create and conduct content for weekly huddles and monthly sales initiatives
• Responsible for the launch and ongoing management of major strategic initiatives
• Conducts sales activities to drive business into the branch; such as: in person or by phone with customers or prospective customers, community involvement, etc.
• Maintains awareness of individual and branch sales goals and status in achieving them
• Drives the employee experience. Responsible for acquiring and retaining talent through the coaching and development of employees
• Assists in the performance management process for all employees
• Conduct daily observations and provide on the spot coaching and practical training to staff members to ensure that the branch office is complying with Citadel’s policies and procedures
• Encourage and reinforce all sales and service behaviors taught in training, including cross-selling activities
• Support the Market Manager in business development; participate in networking opportunities within the market area

Customer Service

• Requires competency in Customer focus, relationship building, and influencing
• Partner with team members to make sure every interaction is a warm and welcome one
• Gain feedback from customers and make recommendations for products and efficiencies
• Handle escalated customer questions and concerns
• Perform all FSR and SFSR duties when needed based on customer volumes
• Gain and Retain Customers

Retail Office Operations

• Manage daily operations such as scheduling, cash ordering, reports, monthly audits, security checklists, etc.
• Maintain effective lobby and line management in order to deliver Citadel Class Service
• Meet and comply with all requirements set forth in the SAFE Act, including, but not limited to, successful completion of the required background checks and obtaining a unique identifier from the NMLS
• Remain compliant with the Bank Secrecy Act by completing annual BSA training.
• Other duties as assigned

Qualifications and Education Requirements

Work Experience

• 3+ years of banking experience
• 1+ year of Sales coaching experience
• PC literacy
• Ability to navigate multiple software applications
• Excellent verbal and written communication skills
• Sound judgment and decision making skills, proven Sales skills, coaching, ability to prioritize tasks, strong interpersonal skills, professional appearance and demeanor
• Believes in coaching and the mentoring others
• Proven success in sales and is goal driven
• Self-motivated and ability to work independently of Market Manager when necessary by making difficult decisions and proving leadership for branch
• Ability to handle problems and provide a positive outcome

Education

• Associates Degree or equivalent Citadel experience; Bachelors Degree preferred

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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